Lumoa

JANUARY 15, 2024

One effective solution lies in conversational commerce. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Touchpoint 103

Touchpoint Customer Relationship Technology Technology 103

Uniphore

NOVEMBER 11, 2021

Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Using live chat as part of your sales funnel can grow your pipeline, help your team to work more efficiently, and ultimately boost conversion rates.

Sales 245

Sales Start-ups Touchpoint B2B 245

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. Klaus pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. Just how much can conversational automation improve employee efficiency?

Healthcare 147

Healthcare Net Promoter Score CX Data Entry 147

Uniphore

NOVEMBER 16, 2021

Conversational artificial intelligence (AI) can make that happen by: Enhancing the conversation and the experience: Conversational AI optimizes every conversation by helping agents be more productive and empathetic while personalizing the experience for customers.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Intercom

APRIL 10, 2024

When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly. Intercom has the most advanced and effective AI product offering in customer service.

AI 69

AI Innovation Customer Service Gaming 69

Intercom

FEBRUARY 1, 2024

Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support. Here are some of the key takeaways from the conversation. So we’ve talked about things like conversation designers, conversation analysts, etc.

Customer Service 97

Customer Service AI Technology Technology 97

Intercom

MARCH 7, 2024

Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. A consolidated platform is far more beneficial and efficient than trying to pull data from multiple point solutions or managing separate parts of your process through specialist tools.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs.

Technology 233

Technology Technology Sales Customer Expectations 233

Intercom, Inc.

JANUARY 31, 2023

Introducing our AI-powered beta features Summarize The first feature we built is a conversation summarization tool. There is a lot of important context sprinkled throughout customer support conversations, and support reps often have to write summaries before handing conversations over to teammates.

AI 188

AI Start-ups Technology Technology 188

C3Centricity

APRIL 23, 2024

The goal is to allocate resources more effectively, focusing on high-performing channels that promise better engagement and conversion rates. Content marketing, email marketing, and social media platforms provide avenues for reaching large audiences at a fraction of the cost of traditional advertising.

E-commerce 90

E-commerce Social Media Innovation B2B 90

Intercom

NOVEMBER 28, 2023

That’s why we’ve just released Intercom Phone : a phone support solution that ensures a seamless customer and team experience, with calls and conversations all in one place. Even with the move towards messenger-based and self-serve support, a lot of customers still like to have the option of phoning a business.

Customer Service 85

Customer Service AI Customer Experience 85

Intercom, Inc.

AUGUST 25, 2020

We all know what a conversation between two people sounds like. Human conversation is a sequence of verbal exchanges – what linguists call turn-taking. But what makes software conversational? This piece outlines a process for building and structuring effective conversational experiences in software. What’s up?”. “I

Legal 290

Legal Start-ups Engineering AI 290

Lumoa

APRIL 28, 2024

That’s where customer experience platforms come in. If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. You reach them where they are with the messages that resonate with them.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom, Inc.

AUGUST 13, 2020

Yesterday we launched powerful upgrades to the Intercom platform for support teams. Teams can now use Intercom to efficiently provide conversational support for all types of questions, from simple ones to the most convoluted ones. Customizable Inbox views that help you track key conversations.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

Intercom, Inc.

JANUARY 25, 2022

A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. See a complete picture of the prospect journey with a unified contact timeline that automatically logs conversations and activities. Create custom workflows based on Intercom conversation data.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Beyond Philosophy

FEBRUARY 14, 2020

Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. One of the other ways social media changed our lives is in how we interact with brands.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Beyond Philosophy

FEBRUARY 17, 2020

To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

Customer Think

JUNE 22, 2023

In this digitally fast-paced life, offering customers a seamless experience for improved conversions is crucial. One platform that has emerged exceptionally over recent times is Magento 2. Customer experience is paramount in this competitive eCommerce world with evolving innovations and technologies.

Customer Experience 99

Customer Experience Innovation Technology Technology 99

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Sentiment Analysis 83

Sentiment Analysis Text Analytics Innovation Social Media 83

Ameyo Callversations

MARCH 31, 2022

Boost sales conversions: . The process of brand discovery to conversion takes some time. The key to achieving such a conversion rate is a consistent customer experience across platforms and channels. It helps you exceed the customer expectations, resulting in higher sales conversion. Higher customer retention: .

Customer Experience 122

Customer Experience Artificial Intelligence Omnichannel Social Media 122

Zendesk

JANUARY 17, 2024

And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. Be sure to catch part two of Edwards-Lebair’s conversation with Saunders on January 31, and go to our 2024 CX Trends to download the full report.

CX 69

CX AI Technology Technology 69

Intercom

FEBRUARY 27, 2024

Alongside these new insights, we are unveiling powerful new chart types and chart drill-in features that allow users to get conversation-level insights from charts and reports. Integrated insights: This feature makes the connection between the statistics and the underlying conversations in a way only an integrated platform can.

AI 52

AI Actionable Insights Customer Service Customer Experience 52

CommBox

DECEMBER 5, 2023

Takeaways: Unleashing ChatGPT’s Power for Customer Support Crafting Dynamic Conversations with ChatGPT Practical Steps for Chatbot Development and Integration Transforming Customer Service: A Strategic Approach with ChatGPT 1. It can retain information from previous interactions within a session, ensuring continuity in the conversation.

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

TeamSupport

JULY 25, 2023

On any typical day you’ll find your agents jumping between systems or platforms during any one conversation. 86% of your customers expect to have seamless conversations with agents. When you combine chat and ticketing platforms, the knowledge base connects with chatbots to give suggested solutions to agents and/or customers.

Customer Satisfaction 98

Customer Satisfaction Start-ups Customer Service Customer Expectations 98

Fonolo

FEBRUARY 14, 2023

But with so many platforms to manage, things can get chaotic, quickly. An omnichannel contact center platform brings all customer interaction history into one central database, so your agents can seamlessly transition from channel to channel with your customers without dropping the conversation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Comm100

OCTOBER 24, 2023

The Necessity of Multi-Layered Support During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. Such platforms offer bots tailored to the unique demands of gamers, ensuring optimal player experience and delivering personalized communication. They need platforms like Comm100.

Gaming 95

Gaming Omnichannel AI Touchpoint 95

Ameyo Callversations

DECEMBER 15, 2021

Conversational AI is a term we often come across in business and technology, and the potential of its offering is immense. In other words, it is evident that every business needs to have a presence on chat platforms to thrive. What is Conversational AI? Why is Conversational AI Great For Engaging Customers?

AI 98

AI Artificial Intelligence Touchpoint Social Media 98

Comm100

MAY 7, 2024

Comm100’s solution: Comm100’s omnichannel platform consolidates all communication channels into one unified platform, allowing support agents to seamlessly switch between channels without losing context. The chatbot integrates seamlessly with the live chat system, allowing agents to take over the conversation whenever necessary.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Logicalware

FEBRUARY 1, 2024

This leads to siloed and inconsistent conversations, which frustrate customers and agents alike. At Puzzel, we believe the solution lies in orchestrating conversations. Now that we have explained the many benefits of conversation orchestration, let’s break it down to how your contact centre can achieve this.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

Intercom

NOVEMBER 29, 2023

Could another customer service platform be a better fit for your team? It may seem like the worst time to consider switching to a new customer service platform, but as you read more and more about the changing world of customer service, you might be feeling like your current tool is holding you back.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Zendesk

NOVEMBER 29, 2022

Kore.ai (SunCo) is the Gartner Magic Quadrant Leader in conversational AI and brings intelligent Virtual Assistant automation to Zendesk Sunshine Conversations. Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests.

Finance 98

Finance AI VOC Construction 98

Zendesk

NOVEMBER 1, 2023

She sat down to explore these issues with Conversations with Zendesk host Nicole Saunders, where they dove into the in-depth research that led to Zendesk’s IT leaders report. There’s definitely a dependency happening that they are interrelated. And I can look at the rank order of them and see how one feeds into the other,” Chafe said.

Manufacturing 75

Manufacturing AI Technology Technology 75

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Key Features : Live chat, bots for automated conversations, customer segmentation, email automation, product tours.

Customer Service 76

Customer Service Social Media Omnichannel AI 76